With Business Advocate, supervisors can automate staffing to meet the changes in call volumes. As automation reduces the time that supervisors spend in moving agents between skills, supervisors can focus on coaching agents and meeting organization goals.
Business Advocate uses the following features to automatically balance workload and the service levels:
Auto Reserve Agents: Makes reserve agents unavailable to receive calls to a skill when the current work time exceeds the target allocation for the skill.
Dynamic Percentage Adjustment: Adjusts the agent work time allocation to meet the target service levels.
Dynamic Threshold Adjustment: Makes reserve agents available to receive calls to a skill by adjusting the overload thresholds to meet the target service levels.
